Zendesk / Google Chat / Slack?

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5 Comentários

  • Dave Dyson
    Zendesk Community Manager
    Hi Rebecca,
     
    There's no native integration between Zendesk and Google Chat, but you might be able to use a third-party integration service such as Zapier: How to connect Zendesk + Google Chat
     
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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    I don't know about Google Chat, but you can send notifications in Slack and Teams. I'm no expert on Slack (we used to use it but no longer), so I'll stay away from that, but we have Teams set up. I can't find the article from where we first set it up, so I'll try to explain it as briefly as possible. If you need more information, let me know.
    (disclaimer) I have NOT tried this with Light Agents, so I'm not sure if it will work for them, but I see no reason why it wouldn't.

    First, each agent must set up a personal team in Teams and create a webhook (or if they're in a group in Teams, you can set up the webhook for the group):
    Create an Incoming Webhook

    Then you'll need to create a webhook in Zendesk for each agent using the URL from their Teams webhook:
    Creating webhooks in Admin Center

    Next, you need to set up a trigger with the conditions you'd like for the notification. Not knowing enough about "internal note to light agents who need to be notified of support tickets we are receiving", you'll have to figure out what those conditions are, or share more information with me and I can help. The action for that trigger will be Notify active webhook, and the webhook you notify will be the one you created in Zendesk.

    The action will have a method of POST and then JSON with the notification you want to send.

    We use this a LOT and it works great. Like I said, I tried to keep it as short as possible, so if you want me to expand on anything, let me know.

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    It looks like you can do the same thing in Google Chat:

    Using incoming webhooks

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  • Maria | Customer Relations Manager

    Thank you so much! Lou

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Maria | Customer Relations Manager

    You're welcome. Don't hesitate to ask for more information. I'll try to help any way I can. If you need help  with the JSON, I'll help as much as I can, but I don't know JSON.

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